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100 Technical Tips, #12 How to determine the severity of a PMR( Problem Management Record)?

Ever wonder how to determine the severity of an issue while opening a PMR with IBM Technical support?

Here are some tips that you can refer:

Severity levels are determined based on the business impact of the issue. If
a customer designates a problem as a Severity 1 with critical business impact
or System down situation, IBM will work on it 7 days a week, 24 hours a day,
providing the customer is also available to work during those hours. Customers can change the severity level of a problem if circumstances change
from when it was first entered to match current business impact conditions.

Here
are the various Severity level situations and examples :

Severity 1Critical Impact/System Down: Business
critical software component is inoperable or critical interface has failed.
This usually applies to a production environment and indicates you are unable
to use the program resulting in a critical impact on operations. This condition
requires an immediate solution. Support analyst willrespond to your service request within one
business hour. IBM will work on it 7 days a week, 24 hours a day, until the
issue is solved.

Production DB2 instance
crashed and could not bring it up.

The Lotus Notes mail server
is down and affecting all users.

Severity 2
Significant business impact: A software component is severely
restricted in its use or you are in jeopardy of missing business deadlines
because of problems with a new application rollout. These service requests will
be handled only during the business hours of the prime shift.

Severity 3
Some business impact: Indicates the program is usable with less
significant features (not critical to operations) unavailable. These service
requests will be handled only during the business hours of the prime shift.

Application getting a DB2 error but have a temporary
workaround.

Severity 4
Minimal business impact: A non-critical software component is
malfunctioning, causing minimal impact, or a non-technical request is made. These
service requests will be handled only during the business hours of the prime
shift.

Documentation is incorrect.

Additional documentation
requested.

How to questions on product usage.

Here
is the software support handbook you can refer before opening a PMR: